Writeback status in Payment Reports
When a payment that was processed via Otto is being written back to the Clinic's PIMS, the corresponding state will be shown in the Payments Report, under the ‘Writeback Status’ column. If this column is not shown in your reports view, make sure the ‘Writeback Status’ option is selected from the ‘Show’ menu to see the following statuses:
Success - The Invoice or Account Balance has successfully written back to the PIMS after a payment was received.
Pending - A writeback is in progress.
Retrying - Active writeback retry attempt. The User may need to refresh this page to see if the retry was successful.
Invalid -The write back configuration (for provider and/or payment method) in Otto's Payments settings page is invalid. Clicking the tag drives to the Payments settings page to update or complete the configuration.
Retry a failed write back - The invoice/balance failed to write back to the PIMS but it can be manually retried. In these cases, an alert at the top of the Payments Report will state that the writeback timed out and that the transaction should be verified as failed or succeeded in the PIMS before attempting a retry in Otto. If it did not succeed in the PIMS, you can manually retry by clicking on the status tag; once clicked, the status updates to "Retrying". Once the retry completes (either in success or failure), the status updates to the corresponding state.
Disabled - A writeback was not attempted for this payment. This can occur because the associated client doesn't exist in the PIMS, the clinic disabled writebacks on manually entered payment amounts, or the payment was sent through automation.
Invoiced - An invoiced payment status can be received in a few different ways:
- Text to pay payment request that has not been paid yet.
- A refresh or “time out” of the terminal and/or side panel in Otto while looking up a client’s account.
- Pulling a client’s account up on Otto's terminal and/or side panel and exiting.
Refunded - A full payment has been refunded.
Partial Refund -This refund does not include the full amount of the original payment. Only a portion of this payment was refunded.
Canceled -A payment can be canceled in a couple of ways:
- The text to pay payment request was canceled directly on the request via the conversation thread with the pet parent.
- Payment was canceled directly in reporting by locating the “Invocied” payment status -> Actions Column -> “Cancel Payment.”
